Common use of Recorded Calls Clause in Contracts

Recorded Calls. In an effort to provide better quality assurance, training, client dispute resolution and additional backup documentation, the recording of telephone calls may be implemented. The calls to be recorded are those which originate through the Automated Call Distribution (ACD) system. All call recordings will comply with all state and federal laws, including notification requirements. Prior to implementation of recorded calls, the Employer shall provide a ten (10) working day written notification to the affected work unit employees. Personal incoming and outgoing calls from individual staff direct dial phone lines will not be recorded. The call recording feature is tied to the individual’s queue group extension, which is used to log onto the ACD system. Only calls made or received through the ACD system will be recorded. Call recordings are not intended to be public record per applicable sections of ORS 192.501 and ORS 192.502. Recording retention will be for a twenty-four (24) month period. Management and designated lead workers may access recordings only for legitimate business purposes. Recordings used for group internal training purposes will require written approval by the recorded employee. Recordings may be used for performance measures and/or disciplinary action and may be accessed by management conducting a workplace investigation to substantiate or refute any allegations concerning illegal activity, or violation of agency policy, behavior expectations, and/or work unit norms, subject to the just cause, grievance arbitration and other applicable provisions of the collective bargaining agreement.

Recorded Calls. In an effort to provide better quality assurance, training, client dispute resolution and additional backup documentation, the recording of telephone calls may be implemented. The calls to be recorded are those which originate through the Automated Call Distribution (ACD) system. All call recordings will comply with all state and federal laws, including notification requirements. Prior to implementation of recorded calls, the Employer shall provide a ten (10I 0) working day written notification to the affected work unit employees. Personal incoming and outgoing calls from individual staff direct dial phone lines will not be recorded. The call recording feature is tied to the individual’s 's queue group extension, which is used to log onto the ACD system. Only calls made or received through the ACD system will be recorded. Call recordings are not intended to be public record per applicable sections of ORS 192.501 and ORS 192.502. Recording retention will be for a twenty-four (24) month period. Management and designated lead workers may access recordings only for legitimate business purposes. Recordings used for group internal training purposes will require written approval by the recorded employee. Recordings may be used for performance perfonnance measures and/or disciplinary action and may be accessed by management conducting a workplace investigation to substantiate or refute any allegations concerning illegal activity, or violation of agency policy, behavior expectations, and/or work unit norms, subject to the just cause, grievance arbitration and other applicable provisions of the collective bargaining agreement.

Recorded Calls. In an effort to provide better quality assurance, training, client dispute resolution and additional backup documentation, the recording of telephone calls may be implemented. The calls to be 42 recorded are those which originate through the Automated Call Distribution (ACD) system. All call recordings will comply with all state and federal laws, including notification requirements. Prior to implementation of recorded calls, the Employer shall provide a ten (10) working day written notification to the affected work unit employees. Personal incoming and outgoing calls from individual staff direct dial phone lines will not be recorded. The call recording feature is tied to the individual’s queue group extension, which is used to log onto the ACD system. Only calls made or received through the ACD system will be recorded. Call recordings are not intended to be public record per applicable sections of ORS 192.501 and ORS 192.502. Recording retention will be for a twenty-four (24) month period. Management and designated lead workers may access recordings only for legitimate business purposes. Recordings used for group internal training purposes will require written approval by the recorded employee. Recordings may be used for performance measures and/or disciplinary action and may be accessed by management conducting a workplace investigation to substantiate or refute any allegations concerning illegal activity, or violation of agency policy, behavior expectations, and/or work unit norms, subject to the just cause, grievance arbitration and other applicable provisions of the collective bargaining agreement.